Introduction of a quality management system in public administration of the Republic of Croatia

Successful regulation of business processes

In April 2020, Ericsson Nikola Tesla and Apsolon d.o.o., together with the then Ministry of Public Administration (today Ministry of Justice, Public Administration and Digital Transformation) and the Croatian National School of Public Administration, started the implementation of the ESF project Introduction of a quality management system in public administration of the Republic of Croatia.

The project was used to finance the introduction of a quality management system in 118 public administration bodies, the optimization and standardization of 100 business processes, the introduction of an IT system and the education and certification of 600 employees of public administration bodies, all of which simplifies the process of providing public services. This project is one of the key projects of the digital transformation of public administration and it included the creation, testing and implementation of a unique IT platform for the optimization and standardization of business processes in public administration.

The quality management system (Common Assessment Framework, CAF) is a formalized system that documents processes, procedures and responsibilities for achieving quality policies and goals, i.e. it aims to improve and optimize processes, reduce costs, better manage human resources and continuously increase the efficiency of public administration bodies.